These step-by-step instructions will show you how to automatically escalate tickets from Jira Service Management to an escalation queue in Jira with Unito’s two-way sync for issues. It can save valuable time by eliminating manual input for software development teams, engineers, product managers, project management, and anyone else who uses Jira. Every detail of your issues will stay in sync automatically so users on both sides can access the same real-time information without switching tools.
This flow has two goals:
- Create new issues in Jira Cloud based on tickets in Jira Service Management that have been flagged for escalation.
- Maintain a live ticketing sync between our escalated issues in both tools so that teams can stay up-to-date in real-time.
Here is what our completed ticketing escalation queue looks like with issues synced between Jira Cloud and Jira Service Management:
Why build a ticket escalation queue with Unito?
This integration can align customer support and development teams, share issue status, due dates, descriptions, and other fields between Jira instances for better collaboration. Unito will help you filter Jira issues by label, type, assignee, commenter, reporter, etc. There are as many use cases for this flow as there are Jira users, since each organization’s workflow is unique to their needs. In this demo, we’ll show you how to integrate Jira and JSM to set up an issue escalation queue, but feel free to adapt this guide to your own needs.
Before we sync issues between Jira Software and Jira Service Management:
There are a few steps involved before we can set up a two-way sync with Unito, but we promise it’s worthwhile. The benefit of eliminating manual tasks for your team indefinitely far outweighs the time it takes to set up your automation rules now. So let’s dive in.
- You’ll need to configure Jira for Unito access before building your flow if you haven’t already done so.
- Make sure your account has administrator access with global permissions.
- Create a label with the name “escalate” or something similar in Jira Service Management. Unito can use this label (or any you choose) to identify exactly which issues to sync to the escalation queue in Jira.
Step 1: Connect Jira Software and Jira Service Management to Unito
- Login the Unito App and click + Create Flow.
- Next, click Start Here to connect your tools.
- Select +Add a tool to this flow in either column, then +Choose account to specify the Jira project you plan on syncing. The order in which you connect your tools doesn’t matter.
- Click Confirm.
Note: Since we’re automating the issue escalation process, make sure you select the Jira Cloud project that hosts all the issues you’d like to sync to Jira Service Management. If you have more than one project to sync with JSM, you can duplicate this flow afterwards.
Step 2: Set a flow direction between Jira and JSM
- Click on the arrow that points to your Escalation queue project. This will create new issues in Jira for the development team based on certain actions taken in JSM, which we’ll explain in the next step.
- Click Confirm.
Step 3: Set conditions to specify which Jira issues to sync with Unito
- Select Add a new trigger and search the list for the label you created for issue escalation. In our case, we selected the “escalating” label.
- Select Confirm.
This is a basic set of rules that sends specific issues from Jira Service Management to Jira. When you’re more comfortable building flows, you can create a more advanced set of rules to better suit your needs.
Learn more about building rules here.
Step 4: Select which ticket details to keep in sync between Jira issues
When you open this screen, you can choose to set up your field mappings manually, or have Unito auto map them first. Auto-mapping is great if you like the idea of starting from a template, while manual mapping is better for those who prefer a DIY approach. In either case, we’ll show you the precise set of fields to use for your escalation queue.
Below you’ll see our completed field mappings so that you can try to build something similar. As you can see, all our field mappings are intuitive: comments map to comments, tags to tags, description to description and so on. You can modify these as you see fit and if you’re not sure where to map something, you can always send it to the description footer and re-organize within Jira later.
If you see a gear (or cog) icon beside a field, that means you can modify specific values within that field for additional customization. These are all based on your own custom fields, labels, titles etc. If you want to add or modify these custom values, you’ll have to save your progress in Unito, close the app, make the changes in Jira, then re-load the Unito app.
You can learn more about field mappings here.
Step 6: Save, close, and launch your Jira to JSM ticketing escalation queue!
And that’s it! Just like that, you’ve built a flow to automate the issue escalation process from Jira Service Management to Jira Cloud.
If you’ve followed the steps above, your flow will now:
- Create a new Jira issue for your dev team every time the team in JSM labels an issue with “escalation” or a similar tag.
- Keep those issues in a two-way real-time sync.
Now how do you make sure you can do this across more than just one project?
Duplicate your flow
Unito’s flow duplication feature lets you copy existing flows, keeping your rules, mappings, and many other settings intact. This allows you to sync multiple Jira projects or epics to a master without starting each flow from scratch.